Contractors’ Warehouse —
HDDC Order Management Specialist – San Diego

Position Purpose:

The HDDC Order Management Specialist supports Customers by providing timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion and ensuring complete customer satisfaction. The HDDC Order Management Specialist proactively contacts Project Managers to keep them informed of the status of the install, any preparation required for install, and any other information regarding the customers Install Project. This position responds to customer calls when there are questions and concerns with Special Orders and Installations. This position is directly responsible for creating, maintaining and improving relationships while interacting with customers and other Home Depot associates, daily. The Project Order Specialist responds to customer calls when there are questions and concerns with Special Orders. The Order Management Specialist contacts vendors and service providers to establish shipments, inquire about availability, product receipts and place any re-orders. This position will interact with HDDC Project Managers, vendors, installers, associates in the store, trucking/shipping companies and the customers to ensure excellent customer service is achieved. Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager. The associate will work safely, as not to endanger themselves, co-workers, vendors, or customers.

Key Responsibilities:

90% Customer Service:

• Utilize all available tools to receive, review, respond and update information
• Confirm scheduled appointments by validating appointment date/time, address, phone number and project qualification
• Cooperate with Associates, Project Managers, Supervisors, and Managers, and completes work activities, as assigned
• Document all Project Manager/Service Provider/Vendor/Delivery Agent interactions in the computer system for tracking
• Resolves customer complaints or involves the appropriate Project Manager/Manager to ensure customer satisfaction
• Answer inbound calls from customers who have been referred through a store associate, internet lead or another source
• Reschedule appointments & cancel when appropriate

10% Self-Development:

• Routinely develops skills in related areas of expertise
• Proactively seeks knowledge on all HDDC products and services
• Maintain awareness of daily, weekly, monthly sales reports

Direct Manager/Direct Reports:

• This position reports to the Customer Order Specialist Supervisor.
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• 3+ years of Customer Service experience
• Ability to work in a fast-paced environment
• Ability to work independently and with a team
• Strong verbal and written communication skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 0

Competencies:

• Customer Focus: Keeps the customer as the focal point of activity. Gets the basics right; delivers the day-to-day performance that clients require. Is polite and friendly in customer engagements to drive satisfaction
• Drives Results: Delivers on commitments and expectations
• Communicates Effectively: Communicates clearly with teammates and supervisors in both verbal and written communications. Uses active listening in understanding message content and point of view
• Collaborates: Contributes to the group's efforts and steps forward to help as needed. Seeks input from others
• Action Oriented: Identifies new opportunities and areas for improvement. Takes action on tasks and challenges